Hearing impaired individuals

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Learn about our customer service and find out how to travel with a hearing dog.

You can request assistance when purchasing your ticket or by visiting ​GOL’s Online Customer Service, at least 48 hours in advance. Upon arriving at the airport, identify yourself to one of our employees.

You can also have your questions answered by contacting Customer Service for the Hearing Impaired at 0800 709 0466.

At the VoeGOL stores at Congonhas and Guarulhos airports, both of which are in São Paulo, there is a self-service terminal that reads and interprets Brazilian Sign Language (Libras) in real-time via video conferencing. The service is available Monday through Friday from 7 AM to 7 PM and on Saturdays from 7 AM to 1 PM.

You may travel with your hearing dog, should you have one.*

*Hearing dogs

Hearing dogs travel free of charge. However, to travel accompanied by a hearing dog, passengers must present certain documents:

Domestic Flights

Identification card with:

The name of the passenger and of the hearing dog. - Name of the training center or individual trainer that trained the dog.

CNPJ number of the center or CPF number of the trainer.

Name of the training center or individual trainer that trained the dog.

Identification tag with:

The name of the passenger and of the hearing dog.

Name of the training center or individual trainer that trained the dog.

CNPJ number of the center or CPF number of the trainer.

Up-to-date vaccination card with:

Proof of vaccination with a standard combination vaccine.**

Proof of rabies vaccination.**

Proof of deworming treatment.**

**Must be performed by an accredited veterinarian.

International flights

Identification card with:

The name of the passenger and of the hearing dog.

Name of the training center or individual trainer that trained the dog.

CNPJ number of the center or CPF number of the trainer.

Photo of the passenger and the hearing dog.

Identification tag with:

The name of the passenger and of the hearing dog.

Name of the training center or individual trainer that trained the dog.

CNPJ number of the center or CPF number of the trainer.

International Zoosanitary Certificate (CZI), issued by offices of the International Agricultural Surveillance System of the Ministry of Agriculture, Livestock and Food Supply at international airports.

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If you have any questions about preparing the documents for a hearing dog or for a passenger who depends on one of these animals, please access
GOL’s Online Customer Service.

Rules for Intelligent Check-in

Intelligent check-in is available for all regular flights operated by GOL, except flights to the United States (MIA and MCO), Barbados (BGI), Paramaribo (PBM), Punta Cana (PUJ) and Tobago (TAB). Additionally, passengers can check in up to seven days in advance (except at 24-hour self-service kiosks) for flights to:

Domestic flights:

Cut-off time for check-in at self-service kiosks: 30 minutes before the flight.
Cut-off time for online check-in: 45 minutes before the flight.

International Flights

Cut-off time for check-in at self-service kiosks1 hour and 10 minutes before the flight
Cut-off time for online check-in:1 hour and 15 minutes before the flight.

Identification documents

During intelligent check-in, you must enter your identification document number and other required information, such as an emergency contact phone number. The identification document indicated must be valid and in good condition so that you can be identified by GOL and inspection authorities.

In accordance with ANAC Resolution 130, the identification document indicated must be presented at a check-in counter or service counter at the airport (if checking baggage) and when boarding.

It is the passenger’s responsibility to provide accurate ID information and to check the vaccination and visa requirements of their country of destination. Should the passenger not present a valid ID, GOL will refuse to serve the passengeruntil a valid ID is provided. Should this result in the passenger missing a flight, any and all expenses resulting from flight changes will be of the sole responsibility of the passenger.

If you have baggage to check, please arrive at the airport with a valid photo ID at least:

1 hour before domestic flights or 2 hours before international flights (except for flights departing from Bolivia, which require passengers to arrive at least 3 hours before departure).

Carry-on Baggage:

If you only have carry-on baggage, you may proceed directly to the boarding gate, provided your carry-on baggage complies with current legislation (ANAC Ordinance 676):

- Carry-on luggage may weigh up to 5 kg (11 lbs);

- The sum of the length, width and height of the carry-on baggage must not be more than 115 centimeters (45 inches);

It's prohibited to:

- Transport sharp, pointed, flammable or explosive items. Additionally, for international flights, your carry-on baggage may only contain 100ml (3.4 oz) of liquid (including lotion and gel), which must be packaged in a clear plastic container.

-- The airport administration may prevent the boarding of any passenger whose carry-on baggage contains prohibited items and/or items classified as dangerous. Should this result in the passenger missing a flight, any and all expenses resulting from flight changes will be of the sole responsibility of the passenger.

Should you need to complete the responsibility declaration form, please click on the link above to speed up the boarding process.

Not recommended:

- Traveling within seven days before or after childbirth.
- The expectant mother’s medical authorization must be issued no more than a week before boarding and be valid for 30 days, as long as, on the date of her return flight, the gestation period of her pregnancy is the same

Check-in, cancellations and no-shows:

If your plans have changed, you may cancel your intelligent check-in up to 40 minutes before domestic flights and up to 1 hour and 10 minutes before international flights.

Should a passenger be a no-show for boarding, the passenger will have to pay any and all fees and fare differences, regardless of whether the passenger checked-in or not.

If you would like to travel with a pet, you will be required to follow certain procedures. Click here to learn about the boarding procedures and rules.

Should a passenger not follow any of the procedures, GOL will refuse to serve the passenger until the passenger complies with the procedures. Should this result in the passenger missing a flight, any and all expenses resulting from flight changes will be of the sole responsibility of the passenger.

Exceptions for intelligent check-in:

This service is not available to:
- Unaccompanied minors;
- Minors on international flights;
- Passengers transporting pets in the baggage compartment;
- Charter flights;
- Flights operated by partner airlines;
- Passengers who qualify for the following cases of special assistance:
● Reservations for passengers with a lap child;
● Passengers who request approval from GOL's medical department via the MEDIF form;
● FREMEC bearers.